IT Support Lead

The IT Support Lead will play a vital role in the IT organization's overall success. This position manages daily IT support operations and directly leads a team of IT Support Technicians, ensuring high-quality service delivery and rapid incident and escalation resolution. Serving as the operational captain of the helpdesk, this role carries day-to-day authority over ticket prioritization, workload assignment, team direction, and first-level performance accountability - acting as the primary point of escalation for both end users and team members before issues reach the IT Manager.

This role is also responsible for engineering and maintaining a standardized, secure, and policy-compliant endpoint environment using Microsoft Intune, Apple MDM, and modern endpoint management platforms. The ideal candidate brings proven supervisory or management history, strong leadership skills, deep expertise in end-user technologies, application support, MDM protocols, and hands-on experience supporting warehouse environments.

Essential Job Function:

Team Leadership

• Serve as the day-to-day operational leader of the IT Support team, directing workflow, priorities, and team activity under the direction of the IT Manager
• Act as first point of escalation for end users and team members - resolving issues before they require IT Manager involvement
• Assign daily tasks and manage workload distribution across the helpdesk team
• Oversee daily ticket queues, ensuring timely responses, escalations, and SLA adherence
• Lead, mentor, and develop IT Support Technicians to deliver exceptional customer service and world-class support
• Drive a culture of accountability, collaboration, and customer-first service
• Conduct team huddles and standup, maintaining team communication and alignment without requiring IT Manager presence
• Coordinate scheduling, coverage, and shift needs across the helpdesk team
• Provide real-time performance coaching and address team behavior or performance issues in the moment; escalate formal disciplinary matters to Senior Management

Technical Support & Issue Resolution

• Serve as Tier 2/Tier 3 escalation point for complex technical issues affecting users across all locations
• Support a broad range of technologies including Windows and Mac workstations, mobile devices, O365, Azure/Entra ID, VPN, collaboration tools, and line-of-business applications
• Administer and support Microsoft Intune/JAMF Endpoint Management platforms including device enrollment, compliance policies, application deployment, profile configuration, and security baselines
• Provide hands-on support for warehouse technology platforms including RF scanners and barcode/label printers
• Facilitate device (laptop/workstation) setups and ensure new employees are equipped and ready from day one
• Assist in management of workstation images (Windows/macOS), endpoint configurations, and automated deployments
• Use scripting and automation (PowerShell or similar) to streamline routine IT tasks and improve system management consistency
• Monitor system health and proactively identify recurring issues or areas for improvement
• Maintain documentation, knowledge base articles, and standard operating procedures

Global Support & Process Improvement

• Partner with global in-country and overseas support teams to ensure a consistent, high-quality support experience across all sites and time zones
• Serve as primary escalation point for after-hours overseas support team, ensuring smooth handoffs and coverage continuity
• Promote strong communication practices and customer-centric service delivery
• Recommend enhancements to IT Support processes, tools, and ticketing workflows
• Participate in cybersecurity awareness efforts and ensure compliance with IT policies
• Partner with IT Infrastructure & Operations team to support infrastructure upgrades, system roll-outs, and network changes, * Mobility: Occasionally move about inside the office to access file cabinets, office machinery, attend meetings, etc.
• Predictable attendance on site
• Communicate: Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Move/Transport: Ability to occasionally move boxes weighing up to 25 lbs. across office for various needs with or without accommodations
• Exposed: Standard climate-controlled office setting
• Occasional exposure to open air, warehouse setting

Do you have experience in macOS?, Do you have a Associate's degree?, * 5+ years in IT support roles, with at least 2-3 years in a formal supervisory, lead, or management position

• Demonstrated experience managing or supervising a team including performance management, coaching, and accountability - not just mentoring
• Experience supporting warehouse or distribution center technology environments
• Strong knowledge of M365, Microsoft Intune, Azure AD/Entra ID, and Cloud Endpoint Management platforms
• Hands-on experience with PowerShell or other scripting languages for automation, reporting, and troubleshooting
• Experience with Windows 10/11 and macOS device management
• Understanding of networking basics (TCP/IP, DHCP, DNS, VLANs, Wi-Fi)
• Experience with ITSM/ticketing systems (Service Desk Plus, Zendesk, Jira, etc.)
• Excellent leadership, communication, and interpersonal skills - able to command respect from a technical team while remaining approachable to end users
• Proven ability to manage competing priorities and remain calm under pressure in a fast-paced environment
• High sense of urgency, ownership, and follow-through
• Exceptional organization and attention to detail
• Must be available to work on-site at the distribution center a minimum of 4 days per week - this role directly supports a 7-day DC operation., * Experience in a distributed or global IT environment with overseas or after-hours support teams
• CompTIA A+, Network+, Security+ certifications or similar
• Microsoft Certifications (Microsoft 365, Endpoint Manager, Intune)
• Experience with endpoint security management and zero-trust platforms
• Background that bridges helpdesk leadership with systems administration - player-coach capable of doing and directing

Education & Experience:

Associate or Bachelor's degree in Information Technology, related field, or equivalent experience accepted.

Relevant Working Conditions & Physical Demands:

• Observe/Identify: The ability to observe details at close range (within a few feet of the observer).
• Hearing: Ability to effectively communicate with co-workers, customers and vendors.
• Operate: Write, type and use the telephone, copier, and computer systems.
• Stationary position: Must be able to remain in a stationary position 50- 75% of the time.

Implus Footcare, LLC is an industry-leading global consumer packaged goods company with 20+ brands in footwear accessories, hosiery, specialty running, outdoor, fitness and movement categories. Implus is headquartered in Research Triangle Park in Durham, NC with locations in the United States, Australia, Canada, Europe, Hong Kong, and South Africa. Our brand family includes Balega, Harbinger, TriggerPoint, Perfect, Sport-Brella, DryGuy, SKLZ, RockTape, Sof Sole, Stabil, Spenco, Yaktrax, Apara, Airplus, Sneaker Balls, Sof Comfort, Little Hotties, Forcefield. From insoles, socks, and shoe care to fitness equipment and seasonal accessories, Implus' products are sold in over 80,000 retail locations across North America and in over 70 countries worldwide. At Implus we are committed to creating and sustaining an inclusive culture. We encourage & value different perspectives and are seeking an IT Support Lead who shares our commitment to inclusivity and enjoys working collaboratively with colleagues from diverse backgrounds.